Opiniones de Freshdesk

Sobre Freshdesk

Freshdesk es un software de servicio al cliente fácil de usar que ayuda a más de 40 000 empresas en todo el mundo a crear muy buenas experiencias para los clientes.

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Puntos a favor:

Freshdesk is beyond easy to use. I love how simple it is to assign tickets to the relevant team member and how ticket responses are so quick and easy.

Contras:

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.

Valoraciones de Freshdesk

Evaluación media

Facilidad de uso
4.5
Atención al cliente
4.5
Funcionalidades
4.3
Relación calidad-precio
4.4

Probabilidad de recomendación

8.6/10

Freshdesk tiene una valoración global de 4.5 estrellas sobre 5 según las 2,566 opiniones de usuarios de Capterra.

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Torre
Torre
Owner
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Client Friendly Ticketing System

5.0 el año pasado
Los subtítulos en español están disponibles en el reproductor de vídeo
René
Coordinador de Mejora Continua en México
Banca, 201-500 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Alternativas consideradas:

Muy buena relación costos benefico

4.0 hace 3 días Nuevo

Comentarios: me gusta el software solo que la reportería puede ser mejor

Puntos a favor:

la gestión de call center La trazabilidad de un ticket mediciones dias habiles y naturales permite el diseño de visores por área

Contras:

El machine learning es dificil de programar para el tema de reopen no separa el sla en tiempo de espera y tiempo de ejecución No cuenta en sus mediciones reportería para incluir formulas de excel Inlcuir mediciones de la manufactura, oee, mttb, rotación del inventarios, dias de inventarios en ticktes los datos en las notas de ticket , no les jala en reportería los campos libre de textos no les jala en reportería

🔹 Amine
CMO en España
Internet, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Todo departamento y equipo de mkt debe tener

4.0 hace 4 meses

Comentarios: Llevamos muchos años usando Freshdesk, sin duda en mi opción nº1 uno.

Puntos a favor:

El ecosistema Fresh cubre varias de nuestras necesidades. Básicamente usamos dos, Freschdesk para toda la parte atención al cliente, y freshchat para el chat in differentes idiomas, bots, ..etc

Contras:

Ofrecer soporte multidioma La integración entre las diferentes herramientas Fresh

Angy
Product Ops en Perú
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Freskdesh is Wonderful

5.0 hace 2 años

Puntos a favor:

Lo que más me impresiona sobre este software, es la cantidad de servicios alternativos que presta, y las integraciones que permite.

Contras:

Los que menos me gusta, es que falla muchas veces el filtro de búsqueda. Lo principal es que configuras el filtro, efectivamente realiza la búsqueda, pero no guarda los parámetros en un primer intento.

Malcolm
Master en México
Servicios para el consumidor, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

reseña Freshdesk

5.0 el año pasado

Comentarios: buena, flexible y adaptable a mi organización.
amigable para entender y explicar a los agents y clientes

Puntos a favor:

es fácil de usar una vez que entiendes como funciona, es flexible y se puede adaptar muy fácil a la operación de la empresa. a los clientes les gusta porque es amigable.

Contras:

no me agrada que sea tan autodidacta, es fácil sentirse sólo en esto. Podrían mejorar en enseñar a los clientes a usarla mejor y a explotar los planes que se contratan. puedes llegar a perder mucho tiempo en aprender a usarla y configurarla

Carlos
TI en Costa Rica
Logística y cadena de suministro, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Muy buena

5.0 hace 4 días Nuevo

Comentarios: Muy agil y facil de entender

Puntos a favor:

La facilidad para manejar los tickets es muy buena

Contras:

No hay reportes graficos disponibles y siento que es muy necesario a la hora de evaluar la organizacion

Usuario verificado
Gerente de Marketing en México
Usuario de Linkedin verificado
Electrónica de consumo, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña
Fuente: GetApp

Para brindar una mejor atención a clientes

5.0 hace 11 meses

Comentarios: Se utiliza como herramienta de soporte y atención a cliente dentro de la empresa en la que laboro

Puntos a favor:

En general me gusta freshdesk porque es una solución sumamente adaptable que permite a nuestros agentes dar una mejor atención y tener a nuestros clientes contentos y siempre acompañados.

Contras:

La herramienta y su funcionamiento es excepcional, además ofrece muchas métricas e información muy valiosa aunque si me parece una solución costosa

Alba
Front end developer en España
Desarrollo de programas, 1,001-5,000 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Diseño amigable

4.0 hace 2 meses

Puntos a favor:

Es fácil de usar ya que es parecida a muchas herramientas de ticketing que he usado previamente. El diseño está cuidado y es muy agradable de usar.

Contras:

No encuentro nada malo a destacar, cumple su función.

Alberto
Responsable IT en España
Propiedad inmobiliaria, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Buen software de gestión de tickets

5.0 hace 2 semanas Nuevo

Puntos a favor:

Lo completo que es el entorno. Para cualquier tipo de soporte donde necesites administrar tickets, es de los mejores programas que he encontrado.

Contras:

Lo poco adaptable que es en algunos puntos.

Juan Carlos
Juan Carlos
CEO en México
Usuario de Linkedin verificado
Seguridad informática y de redes, Trabajador autónomo
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Una buena opción para equipos de soporte técnico

4.0 hace 3 meses

Puntos a favor:

Me gustó mucho que es un producto robusto y maduro con opciones muy completas para el seguimiento de incidentes en una empresa. Me encantó que tuviera una opción gratuita para quienes manejan un bajo volumen de información. También me gustó mucho que tuviera su aplicación para atender a los clientes desde el celular.

Contras:

En realidad es muy buena la aplicación, pero existen al menos una opción gratuita que me permitió tener las mismas características y más operadores sin tener que hacer el desembolso de un pago mensual.

Daisy
Daisy
Integration Partner Manager en Bélgica
Usuario de Linkedin verificado
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

All-in-one solution and gradually extendible

5.0 hace 2 meses

Puntos a favor:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Contras:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Nici
SEO and Social Media Consultant en Australia
Marketing y publicidad, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Useful Help Desk/Call Centre Package

5.0 hace 2 meses Nuevo

Comentarios: I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price.

Puntos a favor:

Email management and the ability for connected issues to be linked was really impressive.

Contras:

Integration with Jira would have been a great feature.

Ray
Ray
Founder en Australia
Usuario de Linkedin verificado
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Great for a knowledge base, but doing poor on the rest

2.0 hace 2 semanas Nuevo

Comentarios: Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.

Puntos a favor:

The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox

Contras:

The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over Freshdesk lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Shayla
Shayla
Human Resources Specialist en EE. UU.
Usuario de Linkedin verificado
Internet, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excellent customer support ticket system

4.0 hace 4 meses

Comentarios: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Puntos a favor:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Contras:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Sushant
Sushant
Co-Founder en India
Usuario de Linkedin verificado
Administración educativa, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Great tool to provide superior customer experience

4.0 el mes pasado Nuevo

Puntos a favor:

Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk.

Contras:

Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories.

Darwin
Darwin
Chief Operating Officer en Nicaragua
Usuario de Linkedin verificado
Marketing y publicidad, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Very easy to use ticketing system!

5.0 hace 4 semanas Nuevo

Puntos a favor:

Its always evolving mentality makes this product better, constant feature development makes it one of the best options out there.

Contras:

Tickets analytics could be a bit better but overall this is a very good product.

Alexander
Entrepreneur en Sudáfrica
Usuario de Linkedin verificado
Aprendizaje en línea, Trabajador autónomo
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Freshdesk Game changer

5.0 hace 3 semanas Nuevo

Puntos a favor:

For a beginner I'd highly recommend Freshdesk as it is effective for data capturing and keeping track of reports. It has excellent searching capability ,quick accessibility and an easy-to-use software, even with the interface. It has proven itself in many ways and I'm even loving the fact that all my data is encrypted using AES-256-bit standards, really works well with my CRM ,the workflow keeps me on my A game.

Contras:

The shortcuts on the software can be a bit tricky, and some time its backward navigation is not the most reliable .but either than that, I've just been providing the best customer services with this amazing tool.

Usuario verificado
Lead Customer Success Manager en Polonia
Usuario de Linkedin verificado
Software informático, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Serves its purpose

5.0 hace 2 meses Nuevo

Comentarios: migration to another data center has been such a pain that we basically gave up. there was no clear explanation on the process from their support, no precise answers, very poor.
but the tool itself makes it worth it. if I went to another organisation, I'd choose this tool again for managing support tickets.

Puntos a favor:

Our expectations are not super-high. Ticket management is quite easy, their support on chat is very quick in helping with simple inquiries.

Contras:

it is not very flexible when it comes to creating knowledge center for clients.

Muhammad
Muhammad
freelancer en Pakistán
Usuario de Linkedin verificado
Redacción y edición, Trabajador autónomo
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Freshdesk

5.0 el mes pasado Nuevo

Comentarios: Freshdesk provides the best customer support services than any other CRMs so I prefer Freshdesk mostly for customer relations. One of the best qualities is that it provides a dynamic search and it provides the best administration

Puntos a favor:

The history of sending requests searching is very easy Provide analytics best administration Search is dynamic

Contras:

The dark mode is native Sometimes it seems the support team of Freshdesk is not easily reachable

Usuario verificado
Team Lead en India
Usuario de Linkedin verificado
Empleo y contratación, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Freshdesk is feature-rich and easy to use

5.0 hace 2 semanas Nuevo

Comentarios: Freshdesk is feature-rich and easy to use
Tracking of tickets is easy

Puntos a favor:

Easy Tracking of Tickets and Reporting Different section and simple UI for all the Queries

Contras:

Sometimes App got stuck and keeps on loading in spite of having good Internet speed

Winfield
IT Help Support Agent en Sudáfrica
Aprendizaje en línea, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

What You Need To Know About Freshdesk

5.0 hace 11 meses

Comentarios: It is a very good application. You manage your work and get things done✔ I love it

Puntos a favor:

1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them 2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed. 3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history 4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red 5. Freshdesk allows you to create your own Tickets and Emails 6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not 7. Ability to attach files 8. Ability to create Canned responses 9. Ability to delete certain Tickets that are not useful to a User

Contras:

I wish Freshdesk ca improve in the following: 1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful 2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed 3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that 4. When creating tables, they are not as presentable like the way we see on Outlook 5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.

Nitin
Nitin
Senior Graphics Designer en India
Usuario de Linkedin verificado
Diseño gráfico, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Great ticket management software for first time customer service manager

4.0 el año pasado

Comentarios: Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.

Puntos a favor:

What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.

Contras:

The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.

Zach
IT Developer en EE. UU.
Ingeniería industrial o mecánica, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Freshdesk - A Great User Experience

5.0 el año pasado

Comentarios: The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.

Puntos a favor:

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency.

Contras:

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

Omnia
Customer Service Lead en Egipto
Ocio, viajes y turismo, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

With Freshdesk you can manage all your support channels in one place!

5.0 el año pasado

Comentarios: It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Puntos a favor:

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

Contras:

It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Usuario verificado
Senior Systems Engineer en EE. UU.
Usuario de Linkedin verificado
Software informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Good Customer Support Platform

5.0 el año pasado

Comentarios: Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Puntos a favor:

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Contras:

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Viktoria
Customer Support en Croacia
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

The best customer service desk available

5.0 hace 2 años

Comentarios: We used it for daily customer service contact and it was great. It was great for assigning

Puntos a favor:

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Contras:

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.